EP3243320A1 - Robot d'indexation de système de réponse vocale interactive - Google Patents

Robot d'indexation de système de réponse vocale interactive

Info

Publication number
EP3243320A1
EP3243320A1 EP16735326.7A EP16735326A EP3243320A1 EP 3243320 A1 EP3243320 A1 EP 3243320A1 EP 16735326 A EP16735326 A EP 16735326A EP 3243320 A1 EP3243320 A1 EP 3243320A1
Authority
EP
European Patent Office
Prior art keywords
crawler
ivr
test
vxml
database
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Withdrawn
Application number
EP16735326.7A
Other languages
German (de)
English (en)
Other versions
EP3243320A4 (fr
Inventor
Alok Kulkarni
Geoff Willshire
Thomas Fejes
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Cyara Solutions Corp
Original Assignee
Cyara Solutions Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Cyara Solutions Corp filed Critical Cyara Solutions Corp
Publication of EP3243320A1 publication Critical patent/EP3243320A1/fr
Publication of EP3243320A4 publication Critical patent/EP3243320A4/fr
Withdrawn legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/26—Arrangements for supervision, monitoring or testing with means for applying test signals or for measuring
    • H04M3/28—Automatic routine testing ; Fault testing; Installation testing; Test methods, test equipment or test arrangements therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/355—Interactive dialogue design tools, features or methods
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/24—Arrangements for supervision, monitoring or testing with provision for checking the normal operation
    • H04M3/241—Arrangements for supervision, monitoring or testing with provision for checking the normal operation for stored program controlled exchanges
    • H04M3/242—Software testing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Definitions

  • the disclosure relates to the field of contact center operations, and more particularly to the field of interactive voice response systems and applications.
  • a system for IVR crawling comprising a speech crawler that may be a VoiceXML (VXML)-based crawler stored and operating on a network-connected computing device (such as a server or a desktop workstation), a dual-tone multiple frequency (DTMF) or Automated Speech
  • VXML VoiceXML
  • DTMF dual-tone multiple frequency
  • ASR/NLSR crawler that may be a touch-tone or speaker simulation based interaction program
  • a design crawler that may be a spreadsheet-based software crawler
  • a call flow database that may store and provide call flow documentation or records such as those generated by the crawlers of the invention
  • a test executive engine that may perform call flow testing according to known call flow records
  • a test results analyzer that may perform analysis of the results of performed call flow tests such as to determine the performance of an IVR or the accuracy of a call flow documentation record
  • a speech crawler may be an application that interrogates a target VXML browser, reverse engineers any discovered call flows by parsing each branch of the VXML application (such as by providing all possible inputs at all possible layers) and builds a complete test case library that may be used by an automated testing solution to exhaustively test all possible paths through an interrogated IVR.
  • the input may be the URL of the target VXML browser and the output may be a file containing the test cases in XML format, such as for storing in a database or adding to documentation files.
  • a DTMF crawler may be an application that interrogates a target touch tone IVR or IVRs that aren't VXML compliant or whose VXML interface is not directly accessible by placing actual telephone calls to an IVR from the crawler platform.
  • the crawler may then, as described previously, reverse engineer any discovered call flows such as by parsing each and every branch of the application by providing all possible DTMF inputs at all possible layers, and may then build a complete test case library .
  • This solution includes use of transcription to convert audio to text for the test cases, for example by using automated voice recognition so that the software-based crawler may parse and respond to heard voice prompts from the IVR via the telephone call.
  • the input may be a phone number, or multiple numbers (internal or external, such as for testing internal IVR applications or remotely testing external IVRs from outside the internal telephone network), and the output may be a library of test cases suitable for adding to documentation or storing in a database.
  • An Automated or natural language Speech recognition (ASR/NLSR) Crawler may be an application that interrogates a target speech recognition IVR or IVRs that aren't VXML compliant or whose VXML interface is not directly accessible by placing actual telephone calls to an IVR from the crawler platform.
  • the crawler may then, as described previously, reverse engineer any discovered call flows such as by parsing each and every branch of the application by providing all possible speech inputs at all possible layers, and may then build a complete test case library.
  • This solution includes use of transcription to convert audio to text for the test cases, for example by using automated voice recognition so that the software-based crawler may parse and respond to heard voice prompts from the IVR via the telephone call.
  • the input may be a phone number, or multiple numbers (internal or external, such as for testing internal IVR applications or remotely testing external IVRs from outside the internal telephone network), and the output may be a library of test cases suitable for adding to documentation or storing in a database.
  • a design crawler may be an application that interrogates any standard speech application design template used commonly in the art to build a complete library of test cases for the speech/DTMF application.
  • the crawler may traverse a design document such as a spreadsheet, and as described previously may reverse engineer any discovered flows from the document and output a test case library suitable for incorporation into either a database or IVR documentation, or both.
  • system of the invention may incorporate multiple crawlers and crawler types such as those described above, interchangeably or simultaneously as may be desirable for a particular arrangement or application.
  • Use Case 1 Using the Speech Crawler. User launches the application using the command line interface.
  • Use Case 2 Importing the Test Cases XML. As per normal import procedure however the entire library of the Test Cases is imported with the directory structure intact.
  • a method for reverse engineering an IVR using a plurality of IVR crawling software applications such as those described previously, is disclosed.
  • the method may utilize various IVR crawlers such as those described in the system of the invention above, for example crawlers that may be VXML, DTMF, Speech or design-based in nature or operation.
  • a crawler may access IVR information according to its specific nature, such as a VXML-based crawler loading a VXML script such as from a URL or stored file, or a DTMF/Speech-based crawler placing a telephone call directly to an IVR system.
  • the crawler may "crawl", or reverse engineer the IVR information, such as by iteratively or recursively traversing a conversation path, or by exploring every potential path in a data file (such as with VXML-based crawlers).
  • the crawler may then add new call test cases to a testing database, and in a next step stored test cases may be retrieved by a test case execution engine, which may then execute the test cases in a next step.
  • the results of test case execution may be analyzed, and these test results may then be stored in a database for further reference in a next step.
  • test results may be presented for manual review, such as by a human analyst performing tests manually or reviewing the results of prior tests to review operation.
  • Fig. 1 is a block diagram illustrating an exemplary hardware architecture of a computing device used in an embodiment of the invention.
  • Fig. 2 is a block diagram illustrating an exemplary logical architecture for a client device, according to an embodiment of the invention.
  • FIG. 3 is a block diagram showing an exemplary architectural arrangement of clients, servers, and external services, according to an embodiment of the invention.
  • Fig. 4 is another block diagram illustrating an exemplary hardware architecture of a computing device used in various embodiments of the invention.
  • FIG. 5 is a block diagram illustrating an exemplary system architecture for IVR crawling, according to a preferred embodiment of the invention.
  • Fig. 6 is a method flow diagram illustrating an overview of an exemplary overview method for IVR crawling, according to a preferred embodiment of the invention.
  • Fig. 7 is a method flow diagram illustrating an exemplary detailed method for reverse engineering a VXML document using a VXML crawler according to the invention.
  • Fig. 8 is a method flow diagram illustrating an exemplary detailed method for interacting with an IVR through DTMF or speech-based audio using a suitable crawler according to the invention.
  • Devices that are in communication with each other need not be in continuous communication with each other, unless expressly specified otherwise.
  • devices that are in communication with each other may communicate directly or indirectly through one or more communication means or intermediaries, logical or physical.
  • steps may be performed simultaneously despite being described or implied as occurring non- simultaneously (e.g., because one step is described after the other step).
  • the illustration of a process by its depiction in a drawing does not imply that the illustrated process is exclusive of other variations and modifications thereto, does not imply that the illustrated process or any of its steps are necessary to one or more of the invention(s), and does not imply that the illustrated process is preferred.
  • steps are generally described once per embodiment, but this does not mean they must occur once, or that they may only occur once each time a process, method, or algorithm is carried out or executed. Some steps may be omitted in some embodiments or some occurrences, or some steps may be executed more than once in a given embodiment or occurrence.
  • the techniques disclosed herein may be implemented on hardware or a combination of software and hardware. For example, they may be implemented in an operating system kernel, in a separate user process, in a library package bound into network applications, on a specially constructed machine, on an application-specific integrated circuit (ASIC), or on a network interface card.
  • ASIC application- specific integrated circuit
  • Software/hardware hybrid implementations of at least some of the embodiments disclosed herein may be implemented on a programmable network-resident machine (which should be understood to include intermittently connected network-aware machines) selectively activated or reconfigured by a computer program stored in memory.
  • a programmable network-resident machine which should be understood to include intermittently connected network-aware machines
  • Such network devices may have multiple network interfaces that may be configured or designed to utilize different types of network communication protocols.
  • a general architecture for some of these machines may be described herein in order to illustrate one or more exemplary means by which a given unit of functionality may be implemented.
  • At least some of the features or functionalities of the various embodiments disclosed herein may be implemented on one or more general-purpose computers associated with one or more networks, such as for example an end-user computer system, a client computer, a network server or other server system, a mobile computing device (e.g., tablet computing device, mobile phone, smartphone, laptop, or other appropriate computing device), a consumer electronic device, a music player, or any other suitable electronic device, router, switch, or other suitable device, or any combination thereof.
  • at least some of the features or functionalities of the various embodiments disclosed herein may be implemented in one or more virtualized computing environments (e.g., network computing clouds, virtual machines hosted on one or more physical computing machines, or other appropriate virtual environments).
  • FIG. 1 there is shown a block diagram depicting an exemplary computing device 100 suitable for implementing at least a portion of the features or functionalities disclosed herein.
  • Computing device 100 may be, for example, any one of the computing machines listed in the previous paragraph, or indeed any other electronic device capable of executing software- or hardware-based instructions according to one or more programs stored in memory.
  • Computing device 100 may be adapted to communicate with a plurality of other computing devices, such as clients or servers, over communications networks such as a wide area network a metropolitan area network, a local area network, a wireless network, the Internet, or any other network, using known protocols for such communication, whether wireless or wired.
  • communications networks such as a wide area network a metropolitan area network, a local area network, a wireless network, the Internet, or any other network, using known protocols for such communication, whether wireless or wired.
  • computing device 100 includes one or more central processing units (CPU) 102, one or more interfaces 110, and one or more busses 106 (such as a peripheral component interconnect (PCI) bus).
  • CPU 102 may be responsible for implementing specific functions associated with the functions of a specifically configured computing device or machine.
  • a computing device 100 may be configured or designed to function as a server system utilizing CPU 102, local memory 101 and/or remote memory 120, and interface(s) 110.
  • CPU 102 may be caused to perform one or more of the different types of functions and/or operations under the control of software modules or components, which for example, may include an operating system and any appropriate applications software, drivers, and the like.
  • CPU 102 may include one or more processors 103 such as, for example, a processor from one of the Intel, ARM, Qualcomm, and AMD families of microprocessors.
  • processors 103 may include specially designed hardware such as application- specific integrated circuits (ASICs), electrically erasable programmable read-only memories (EEPROMs), field-programmable gate arrays (FPGAs), and so forth, for controlling operations of computing device 100.
  • ASICs application- specific integrated circuits
  • EEPROMs electrically erasable programmable read-only memories
  • FPGAs field-programmable gate arrays
  • a local memory 101 such as non-volatile random access memory (RAM) and/or read-only memory (ROM), including for example one or more levels of cached memory
  • RAM non-volatile random access memory
  • ROM read-only memory
  • processor is not limited merely to those integrated circuits referred to in the art as a processor, a mobile processor, or a microprocessor, but broadly refers to a microcontroller, a microcomputer, a programmable logic controller, an application-specific integrated circuit, and any other programmable circuit.
  • interfaces 110 are provided as network interface cards (NICs).
  • NICs control the sending and receiving of data packets over a computer network; other types of interfaces 110 may for example support other peripherals used with computing device 100.
  • the interfaces that may be provided are Ethernet interfaces, frame relay interfaces, cable interfaces, DSL interfaces, token ring interfaces, graphics interfaces, and the like.
  • interfaces may be provided such as, for example, universal serial bus (USB), Serial, Ethernet, FIREWIRETM, THUNDERBOLTTM, PCI, parallel, radio frequency (RF), BLUETOOTHTM, near-field communications (e.g., using near-field magnetics), 802.1 1 (WiFi), frame relay, TCP/IP, ISDN, fast Ethernet interfaces, Gigabit Ethernet interfaces, Serial ATA (SATA) or external SATA (ESATA) interfaces, high- definition multimedia interface (HDMI), digital visual interface (DVI), analog or digital audio interfaces, asynchronous transfer mode (ATM) interfaces, high-speed serial interface (HSSI) interfaces, Point of Sale (POS) interfaces, fiber data distributed interfaces (FDDIs), and the like.
  • USB universal serial bus
  • RF radio frequency
  • BLUETOOTHTM near-field communications
  • near-field communications e.g., using near-field magnetics
  • WiFi wireless FIREWIRETM
  • PCI parallel
  • RF radio
  • Such interfaces 110 may include physical ports appropriate for communication with appropriate media. In some cases, they may also include an independent processor (such as a dedicated audio or video processor, as is common in the art for high- fidelity A/V hardware interfaces) and, in some instances, volatile and/or non-volatile memory (e.g., RAM).
  • an independent processor such as a dedicated audio or video processor, as is common in the art for high- fidelity A/V hardware interfaces
  • volatile and/or non-volatile memory e.g., RAM
  • FIG. 1 illustrates one specific architecture for a computing device 100 for implementing one or more of the inventions described herein, it is by no means the only device architecture on which at least a portion of the features and techniques described herein may be implemented.
  • architectures having one or any number of processors 103 may be used, and such processors 103 may be present in a single device or distributed among any number of devices.
  • a single processor 103 handles communications as well as routing computations, while in other embodiments a separate dedicated communications processor may be provided.
  • different types of features or functionalities may be implemented in a system according to the invention that includes a client device (such as a tablet device or smartphone running client software) and server systems (such as a server system described in more detail below).
  • the system of the present invention may employ one or more memories or memory modules (such as, for example, remote memory block 120 and local memory 101) configured to store data, program instructions for the general-purpose network operations, or other information relating to the functionality of the embodiments described herein (or any combinations of the above).
  • Program instructions may control execution of or comprise an operating system and/or one or more applications, for example.
  • Memory 120 or memories 101, 120 may also be configured to store data structures, configuration data, encryption data, historical system operations information, or any other specific or generic non-program information described herein.
  • At least some network device embodiments may include nontransitory machine-readable storage media, which, for example, may be configured or designed to store program instructions, state information, and the like for performing various operations described herein.
  • nontransitory machine- readable storage media include, but are not limited to, magnetic media such as hard disks, floppy disks, and magnetic tape; optical media such as CD- ROM disks; magneto-optical media such as optical disks, and hardware devices that are specially configured to store and perform program instructions, such as read-only memory devices (ROM), flash memory (as is common in mobile devices and integrated systems), solid state drives (SSD) and "hybrid SSD” storage drives that may combine physical components of solid state and hard disk drives in a single hardware device (as are becoming increasingly common in the art with regard to personal computers), memristor memory, random access memory (RAM), and the like.
  • ROM read-only memory
  • flash memory as is common in mobile devices and integrated systems
  • SSD solid state drives
  • hybrid SSD hybrid SSD
  • such storage means may be integral and non-removable (such as RAM hardware modules that may be soldered onto a motherboard or otherwise integrated into an electronic device), or they may be removable such as swappable flash memory modules (such as “thumb drives” or other removable media designed for rapidly exchanging physical storage devices), "hot-swappable” hard disk drives or solid state drives, removable optical storage discs, or other such removable media, and that such integral and removable storage media may be utilized interchangeably.
  • program instructions include both object code, such as may be produced by a compiler, machine code, such as may be produced by an assembler or a linker, byte code, such as may be generated by for example a JavaTM compiler and may be executed using a Java virtual machine or equivalent, or files containing higher level code that may be executed by the computer using an interpreter (for example, scripts written in Python, Perl, Ruby, Groovy, or any other scripting language).
  • object code such as may be produced by a compiler
  • machine code such as may be produced by an assembler or a linker
  • byte code such as may be generated by for example a JavaTM compiler and may be executed using a Java virtual machine or equivalent
  • files containing higher level code that may be executed by the computer using an interpreter (for example, scripts written in Python, Perl, Ruby, Groovy, or any other scripting language).
  • systems according to the present invention may be implemented on a standalone computing system.
  • FIG. 2 there is shown a block diagram depicting a typical exemplary architecture of one or more embodiments or components thereof on a standalone computing system.
  • Computing device 200 includes processors 210 that may run software that carry out one or more functions or applications of embodiments of the invention, such as for example a client application 230.
  • Processors 210 may carry out computing instructions under control of an operating system 220 such as, for example, a version of Microsoft' s WINDOWSTM operating system, Apple's Mac OS/X or iOS operating systems, some variety of the Linux operating system, Google's ANDROIDTM operating system, or the like.
  • an operating system 220 such as, for example, a version of Microsoft' s WINDOWSTM operating system, Apple's Mac OS/X or iOS operating systems, some variety of the Linux operating system, Google's ANDROIDTM operating system, or the like.
  • one or more shared services 225 may be operable in system 200, and may be useful for providing common services to client applications 230.
  • Services 225 may for example be WINDOWSTM services, user-space common services in a Linux environment, or any other type of common service architecture used with operating system 210.
  • Input devices 270 may be of any type suitable for receiving user input, including for example a keyboard, touchscreen, microphone (for example, for voice input), mouse, touchpad, trackball, or any combination thereof.
  • Output devices 260 may be of any type suitable for providing output to one or more users, whether remote or local to system 200, and may include for example one or more screens for visual output, speakers, printers, or any combination thereof.
  • Memory 240 may be random-access memory having any structure and architecture known in the art, for use by processors 210, for example to run software.
  • Storage devices 250 may be any magnetic, optical, mechanical, memristor, or electrical storage device for storage of data in digital form (such as those described above, referring to Fig. 1). Examples of storage devices 250 include flash memory, magnetic hard drive, CD-ROM, and/or the like.
  • systems of the present invention may be implemented on a distributed computing network, such as one having any number of clients and/or servers.
  • Fig. 3 there is shown a block diagram depicting an exemplary architecture 300 for implementing at least a portion of a system according to an embodiment of the invention on a distributed computing network.
  • any number of clients 330 may be provided.
  • Each client 330 may run software for implementing client-side portions of the present invention; clients may comprise a system 200 such as that illustrated in Fig. 2.
  • any number of servers 320 may be provided for handling requests received from one or more clients 330.
  • Clients 330 and servers 320 may communicate with one another via one or more electronic networks 310, which may be in various embodiments any of the Internet, a wide area network, a mobile telephony network (such as CDMA or GSM cellular networks), a wireless network (such as WiFi, Wimax, LTE, and so forth), or a local area network (or indeed any network topology known in the art; the invention does not prefer any one network topology over any other).
  • Networks 310 may be implemented using any known network protocols, including for example wired and/or wireless protocols.
  • servers 320 may call external services 370 when needed to obtain additional information, or to refer to additional data concerning a particular call. Communications with external services 370 may take place, for example, via one or more networks 310.
  • external services 370 may comprise web- enabled services or functionality related to or installed on the hardware device itself. For example, in an embodiment where client applications 230 are implemented on a smartphone or other electronic device, client applications 230 may obtain information stored in a server system 320 in the cloud or on an external service 370 deployed on one or more of a particular enterprise's or user's premises.
  • clients 330 or servers 320 may make use of one or more specialized services or appliances that may be deployed locally or remotely across one or more networks 310.
  • one or more databases 340 may be used or referred to by one or more embodiments of the invention. It should be understood by one having ordinary skill in the art that databases 340 may be arranged in a wide variety of architectures and using a wide variety of data access and manipulation means.
  • one or more databases 340 may comprise a relational database system using a structured query language (SQL), while others may comprise an alternative data storage technology such as those referred to in the art as "NoSQL” (for example, Hadoop Cassandra, Google BigTable, and so forth).
  • SQL structured query language
  • NoSQL Hadoop Cassandra
  • Google BigTable an alternative data storage technology
  • variant database architectures such as column-oriented databases, in-memory databases, clustered databases, distributed databases, or even flat file data repositories may be used according to the invention. It will be appreciated by one having ordinary skill in the art that any combination of known or future database technologies may be used as appropriate, unless a specific database technology or a specific arrangement of components is specified for a particular embodiment herein.
  • database may refer to a physical database machine, a cluster of machines acting as a single database system, or a logical database within an overall database management system. Unless a specific meaning is specified for a given use of the term “database”, it should be construed to mean any of these senses of the word, all of which are understood as a plain meaning of the term “database” by those having ordinary skill in the art.
  • Fig. 4 shows an exemplary overview of a computer system 400 as may be used in any of the various locations throughout the system. It is exemplary of any computer that may execute code to process data.
  • CPU 401 is connected to bus 402, to which bus is also connected memory 403, nonvolatile memory 404, display 407, I/O unit 408, and network interface card (NIC) 413.
  • I/O unit 408 may, typically, be connected to keyboard 409, pointing device 410, hard disk 412, and real-time clock 411.
  • NIC 413 connects to network 414, which may be the Internet or a local network, which local network may or may not have connections to the Internet.
  • power supply unit 405 connected, in this example, to ac supply 406.
  • batteries that could be present, and many other devices and modifications that are well known but are not applicable to the specific novel functions of the current system and method disclosed herein. It should be appreciated that some or all components illustrated may be combined, such as in various integrated applications (for example, Qualcomm or Samsung SOC-based devices), or whenever it may be appropriate to combine multiple capabilities or functions into a single hardware device (for instance, in mobile devices such as smartphones, video game consoles, in-vehicle computer systems such as navigation or multimedia systems in automobiles, or other integrated hardware devices).
  • functionality for implementing systems or methods of the present invention may be distributed among any number of client and/or server components.
  • various software modules may be implemented for performing various functions in connection with the present invention, and such modules may be variously implemented to run on server and/or client components.
  • Fig. 5 is a block diagram of an exemplary system 500 for IVR crawling comprising a speech crawler 521 that may be a VXML-based crawler stored and operating on a network- connected computing device (such as a server or a desktop workstation), a DTMF crawler (DC) 522 that may be a touch-tone (DTMF) based interaction program or an ASR Speech Crawler (ASC) 522 that may be a automatically generated utterance based interaction program (as may be utilized interchangeably or simultaneously, according to the nature of the audio input received or operation being performed), a design crawler 520 that may be a spreadsheet-based software crawler, a call flow database 530 that may store and provide call flow documentation or records such as those generated by the crawlers of the invention, a test executive engine 540 that may perform call flow testing according to known call flow records, and a test results analyzer 545 that may perform analysis of the results of performed call flow tests such as to determine the performance of an IVR or the accuracy of a
  • a speech crawler (SC) 521 may be an application that interrogates a target VXML browser 572, reverse engineers any discovered call flows by parsing each branch of the VXML application (such as by providing all possible inputs at all possible layers) and builds a complete test case library.
  • the input may be the URL of the target VXML file 511 and the output may be a file containing the test cases in XML format, such as for storing in a database or adding to documentation files.
  • a DTMF crawler (DC) 522 may be an application that interrogates a target touch tone IVR or IVRs 513 that aren't VXML compliant (or whose VXML interface is not accessible) by placing actual telephone calls to an IVR 513 from the crawler platform via a telephone network 501 such as a public switched telephone network (PSTN) or cellular network such as a GSM or CDMA radio communications network.
  • a telephone network 501 such as a public switched telephone network (PSTN) or cellular network such as a GSM or CDMA radio communications network.
  • the crawler may then, as described previously, reverse engineer any discovered call flows such as by parsing each and every branch of the application by providing all possible DTMF inputs via a DTMF generator 524 (such as may be utilized to generate DTMF tones to signal a telephone input without requiring a physical key press, as is appropriate for software-based applications) at all possible layers, and may then build a complete test case library.
  • This solution includes use of transcription to convert audio to text for the test cases, for example by utilizing an automated speech recognition engine 523 so that the software-based crawler may parse and respond to heard voice prompts from the IVR via the telephone call.
  • the input may be a phone number, or multiple numbers (internal or external, such as for testing internal IVR applications or remotely testing external IVRs from outside the internal telephone network), and the output may be a library of test cases suitable for adding to documentation or storing in a database.
  • An ASR/NLSR Speech crawler (ASC) 522 may be an application that interrogates a target ASR/NLSR speech based IVR or IVRs 513 that aren't VXML compliant (or whose VXML interface is not accessible) by placing actual telephone calls to an IVR 513 from the crawler platform via a telephone network 501 such as a public switched telephone network (PSTN) or cellular network such as a GSM or CDMA radio communications network.
  • PSTN public switched telephone network
  • cellular network such as a GSM or CDMA radio communications network.
  • the crawler may then, as described previously, reverse engineer any discovered call flows such as by parsing each and every branch of the application by providing all possible DTMF inputs via a speech utterance (Text to speech) generator 524 (such as may be utilized to generate simulated customer spoken utterances without requiring a live human speaker, as is appropriate for software-based applications) at all possible layers, and may then build a complete test case library.
  • a speech utterance Text to speech
  • This solution includes use of transcription to convert audio to text for the test cases, for example by utilizing an automated speech recognition engine 523 so that the software-based crawler may parse and respond to heard voice prompts from the IVR via the telephone call.
  • the input may be a phone number, or multiple numbers (internal or external, such as for testing internal IVR applications or remotely testing external IVRs from outside the internal telephone network), and the output may be a library of test cases suitable for adding to documentation or storing in a database.
  • a design crawler 520 may be an application that interrogates a standard speech application design template 510 used commonly in the art to build a complete library of test cases for the speech/DTMF application. In such an arrangement, the crawler may traverse a design document 510 such as a spreadsheet, and as described previously may reverse engineer any discovered flows from the document and output a test case library suitable for incorporation into either a database or IVR documentation, or both.
  • a test executive engine 540 may execute test cases based at least in part on stored or received input from the various IVR crawlers of the invention, and may present the results of test execution to a test results analyzer 545 for analysis.
  • the resulting analyzed test results 550 may then be presented for review such as by a human analyst, or for storage in a database for further review at a later time or for future incorporation into addition analysis operations.
  • system of the invention may incorporate multiple crawlers and crawler types such as those described above, interchangeably or simultaneously as may be desirable for a particular arrangement or application.
  • crawlers and crawler types such as those described above, interchangeably or simultaneously as may be desirable for a particular arrangement or application.
  • Fig. 6 is a method flow diagram illustrating an exemplary overview method 600 for reverse engineering an IVR using a plurality of IVR crawling software applications such as those described previously, is disclosed.
  • the method may utilize various IVR crawlers such as those described in the system of the invention above, for example crawlers that may be VXML, DTMF, or design-based in nature or operation.
  • a crawler may access IVR information according to its specific nature, such as a VXML-based crawler loading a VXML script such as from a URL or stored file 601, a speech crawler loading a design specification 605, or a DTMF or ASR/NLSR Speech-based crawler connecting to an IVR 610 and placing a telephone call directly to an IVR system 611.
  • VXML-based crawler loading a VXML script such as from a URL or stored file 601
  • a speech crawler loading a design specification 605 or a DTMF or ASR/NLSR Speech-based crawler connecting to an IVR 610 and placing a telephone call directly to an IVR system 611.
  • the crawler may "crawl", or reverse engineer the IVR information according to its specific nature, such as by reverse engineering a VXML document 602, a design specification 606, or by using DTMF or spoken utterance (such as actual live or recorded human speech or automatically-generated artificial speech such as from a text-to- speech generator utilizing a script) audio to traverse the conversation paths of an IVR 612.
  • the crawler may then add new call test cases to a testing database, and in a next step 621 stored test cases may be retrieved by a test case execution engine, which may then execute the test cases in a next step 622.
  • Fig. 7 is a method flow diagram illustrating an exemplary detailed method 700 for reverse engineering a VXML document using a VXML crawler according to the invention.
  • a crawler may retrieve a URL linking to a VXML file from a VXML browser, and in a next step 702 may parse the linked VXML file after retrieval.
  • the crawler may proceed to identify all possible branches of execution, such as by parsing the VXML file to identify points at which the IVR would present a choice, wherein a variety of inputs may be received from a customer (or other caller to the IVR system) and each input corresponds to a different possible choice leading down a conversation path through the IVR menu.
  • the crawler may identify what input strings may be required to traverse the branches found.
  • the crawler may now create a test case using the identified inputs, such that execution of the test case would effectively navigate a particular path through the IVR menu such as by waiting for an input prompt indicating a branch, then supplying the required input to traverse the branch down one path and so on until the end of execution when there are no more branches and the end of the IVR menu has been reached (such as would generally result in a caller being connected with a contact center agent or given further instructions for assistance outside of the IVR, for example a specific number or web address to pursue further help).
  • the resulting test cases may be stored in a database for future reference.
  • a crawler may place a telephone call to an IVR system, such as via a PSTN or Internet-based connection such as any of a number of voice over IP (VoIP) services supporting DTMF tone-based or spoken utterance input.
  • VoIP voice over IP
  • the crawler may receive a prompt for input from the IVR, such as a caller would normally hear a voice prompt instructing them of a choice to continue navigating the IVR menu (such as "press 1 for technical support, or press 2 for account services", or for a speech application "for technical support say support for account services say accounts” for example).
  • the crawler may process this prompt using automated speech recognition (ASR), such as to identify what is being spoken by the IVR menu prompt in order to process it.
  • ASR automated speech recognition
  • the crawler may identify allowable DTMF or speech utterance inputs, such as (continuing the previous example) identifying that the key presses "1" and "2" (or for speech, "support” or “accounts", for example) are possible input choices for this particular prompt. The crawler may then add these input choices to a processing "stack", such that possible inputs may be stored along with their corresponding prompts in the order in which they were encountered, to facilitate orderly traversal of the IVR menu system during operation.
  • the crawler may retrieve the next DTMF or speech utterance input on the stack (such as, in the case of this example, the tone
  • the crawlers continues to receive and process audio prompts from the IVR, identify appropriate DTMF or speech utterance inputs and place them on the stack, and supply the next input to proceed through the IVR menu prompts encountered.
  • the crawler may generate a test case for the path used based at least in part on the prompts encountered and inputs supplied, and may then proceed to the next DTMF or speech utterance input on the stack and continue down a new menu path through the IVR.
  • the crawler may send resulting test cases to a database for storage and future reference. It should be appreciated that test cases may be sent individually as they are completed (such as while the crawler is still traversing additional IVR paths for new cases), or they may be sent all at once in a bulk operation once all possible IVR paths have been exhausted and operation is complete. [057]
  • the skilled person will be aware of a range of possible modifications of the various embodiments described above. Accordingly, the present invention is defined by the claims and their equivalents.

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  • Engineering & Computer Science (AREA)
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Abstract

L'invention concerne un système pour l'indexation de système de réponse vocale interactive, comprenant un robot d'indexation IVR qui peut être un VXML, une spécification de conception, un DTMF ou un ASR/NLSR de nature basé sur la parole et qui traverse un menu d'IVR afin de découvrir des trajets d'interaction possibles, et produit des cas d'essai en se basant sur ces trajets, et une base de données qui stocke des cas d'essai produits par le robot d'indexation IVR pendant le fonctionnement, ainsi qu'un procédé pour l'indexation d'un système de réponse vocale interactive utilisant le robot d'indexation IVR de la présente invention.
EP16735326.7A 2015-01-06 2016-01-05 Robot d'indexation de système de réponse vocale interactive Withdrawn EP3243320A4 (fr)

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US14/590,972 US10091356B2 (en) 2015-01-06 2015-01-06 Interactive voice response system crawler
PCT/US2016/012245 WO2016112053A1 (fr) 2015-01-06 2016-01-05 Robot d'indexation de système de réponse vocale interactive

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JP2018509011A (ja) 2018-03-29
US10091356B2 (en) 2018-10-02
EP3243320A4 (fr) 2018-08-29
AU2016204439A1 (en) 2016-07-21
US20160198045A1 (en) 2016-07-07

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